Tuesday, August 11, 2015

Pathetic State of customer Experience in the healthcare industry is a cause of major concern not only for patients but also for healthcare entrepreneurs.

Among the all service providers, customers of the healthcare industry are the most vulnerable and deserve the finest of customer experience. They are weak and suffering. They need the human empathy the most as a customer.

But our medical professionals are not trained to deal with the customers. They hardly talk with customers. Even if they talk they lack empathy. In his book Service Fanatics, author James Merlino, MD of Cleveland Clinics writes:

A personal investment in empathy and compassion by all caregivers is the foundation of the future for healthcare.

The problem is service providers are not educated on the definition of customer experience. Doctors think treating the disease is their job. Entire heatlcare set up is focused on the treatment of the diseases. However, patient experience the health care service providers differently. Jamer Merlino writes;

Everything patients and their families see, do and touch is considered by us as the patient experience.

Friday, August 7, 2015

Happiness is a pursuit. Everyone is running after Happiness. All our activities, even if we dislike is pursuing Happiness for the future. We discount present Happiness for unknown and uncertain future Happiness.

Whether have we understood the Happiness? Usual belief is once we have something or some experience or some possession or some relationship or achieve some goal – we will be happy. This is aptly stated by the author Shawn Achor in his book Happiness Advantage. He says;

If you work hard, you will become successful and once you become successful, then you will be happy. ….. We think If I just get a raise, or hit the next sales target, I will be happy, if I can just get that next good grade, I will be happy. If I lose that five pounds, I will be happy. And so on. Success first, happiness second.

But this is a myth. We have many achievers, but once they achieve their goal posts, shifts and happiness is pushed over the horizon. The author informs, there is a research which suggests a relationship between happiness and success is in fact reverse. Happiness is the precursor to success. Happiness and optimism actually fuel performance and achievement giving us the competitive edge i.e. Happiness Advantage. Read More...

Friday, July 31, 2015

“What is the difference between you the Jay Kapoor and Jay Kapoor’s dead body? A dead body is wearing the same clothes, have same heart, lungs & liver etc. But living Jay is able to do all activities including thinking and dead Jay can’t do anything.”

Wednesday, July 22, 2015

“A captivating novel on how our religious practices are inconsistent with truth & real natural laws...Sunil Gandhi is a master story teller and makes us visualize and relate to each character in the book like a good movie!"

"For today's brake-less and largely aim-less people, Sunilbhai has created a 'sugar coated' fast pill. Fiction that presents the highest wisdom in a practical and applied manner. Hope a lot of readers take its benefit."

- Vallabh Bhanshali , Co-Founder & Chairman , ENAM Group

"This novella chronicles the journey of a young bride learning the ways of Jainism. The reader catches a glimpse into two parallel universes: contemporary urban life in 21st century India, and the world of age-old truths regarding Karma found in the Bhagavad Gita and as taught by Mahavira and Jain philosophers, past and present."

“A book that takes a reader on a path never attempted; the protagonist asks questions and searches for answers that we all need. An enjoyable read. “

- Padma Bhushan Mallika Sarabhai, Renowned Indian Theatre Personality

"An excellent book, explaining the basics of Jainism in a very simple, lucid language that laymen can understand. A delight to read. The story flows. No jarring notes of discord. Strongly recommended to persons wanting to understand something about Shrimad Rajchandra's teachings and Jainism."

- CA Pradeep Shah, Senior Partner, AJ Shah & Company

“Beautiful……. very touching……… lucidly written story explaining intricacies of Jainism and, its attraction through the medium of a young Brahmin woman married into leading Jain Family and her curiosity... . “The Highest Ignorance” maintains grip all through while kindling curiosity; answers questions that arise in many minds in the midst of daily routine and expectations of modern families and, interestingly, subtly introduces principles of winning hearts.

A must read for all… young and not so young, initiated and non-initiated…… “

- CA Bhavana Doshi, Senior Advisor, KPMG

“A gentle book on the deeply contemplative religion of Jainism, told in a contemporary language, drawing some very interesting and lucid parallels from movies and the game of cricket!! “

- Aruna Chakravorty, Ex Journalist, Indian Express
Welcome to new blog sunilwrites.com and get a new free ebook Wow ! & Weird.

Monday, July 6, 2015

Good News.Dear Subscribers and Visitors,I have moved to the new blog sunilwrites.com from July 2015. I have compiled best of posts of this blog in an ebook format titled 'Wow ! & Weird'. Subscribers and visitors of this blog may visit my new blog and download this 150+ plus age ebook for free. Yes for free. In addition, my new ebook The Highest Ignorance is now on Amazon for sale. Keep visiting my new blog and spread the word. Thank you for your support which I am sure will continue and grow.

Saturday, May 30, 2015

Right first impression is necessary but if not it’s not end of the world. If that be the case word improvement will have to be deleted from English dictionary. In this guidebook I will talk about first & second etc of impressions.

“ Research shows most people decide whether or not they like you within the first seven seconds of meeting you. They then spend the rest of the conversation internally justifying their initial reaction. This may sound terrifying, but by knowing this you can take advantage of it to make huge gains in your likeability. First impressions are tied intimately to positive body language… “ Forbes Magazine, 13 Traits of exceptionally likable people.

“Expression one wears on one’s face is far more important than the clothes one wears on one’s back.” Dale Carnegie

He says most fundamental key to first (to last) impression is simple SMILE. Read More....

Saturday, May 16, 2015

In his book, Eve Spoke, evolutionist Philip Lieberman admitted:

‘Speech is so essential to our concept of intelligence that its possession is virtually equated with being human. Animals who talk are human, because what sets us apart from other animals is the “gift” of speech’. Read more at my new blog...

Monday, May 11, 2015

When Joseph Pine & James Gilmore wrote 'Work is a theater & business a stage , what they meant was like theater artists completely immersed in their performance on stage , entire enterprise (irrespective of their business) has to immersed in creating better customer experience on these three criteria : need , ease and delight.

Magic lies in immersion. Magic always holds people's attention and magical performance becomes talk of the town. What magical performance does in times of social media is common sense by now.

Someone may wish to see what immersion and magic means , for them this Ted Performance will be useful. If this 'yo yo' to can be a subject of mastery I think anything in the world is worth mastering and has potential to hold people's attention.

As far as business is concerned goal of mastering magical customer experience creation is worth pursuing.

Thursday, April 2, 2015

Aanekant , (title of this blog is also based on this principle) is one of the finest messages of Lord Mahavir.

Aanekant means the principles of pluralism and multiplicity of viewpoints, the notion that truth and reality are perceived differently from diverse points of view, and that no single point of view is the complete truth.

Today "I" am right and therefore others are wrong , others are my opponent and in some extreme thinking others should be eliminated has taken over the world thinking.

All view points are conditioned and /or partial. There can not be absolute right or wrong. Terrorist killing people are right from their own stand point but if they change their point of view they may give up violence. Changing point of view can change behaviors & therefore nothing is absolute right or wrong.

Two people killing an animal : One with an intention of killing and eating and one by mistake.

Technically both have killed so same rule applies to both is absolutism: However intent killer would attract more intense Karmas while accidental killer would attract lighter Karmas. Even our courts view this differently.

If we understand and believe in the principle of Aanekant our own behavior will become moderate. We will be more open in accepting other's point of view not necessarily by giving up our point of view. We will become more accommodative which will reduce our hatred towards others.

When world peace is seriously at stake this principle of Aanekant propagated by Lord Mahavir can offer the solution we all are seeking desperately.

May his teaching bless our lives on the occasion of Mahavir Janmakalyanak (Birthday of Lord Mahavir).